Senior Escalation Engineer

Summary

Join Illumio's Support and Services team as a senior support professional, contributing to the success of our global customer deployments. You will be responsible for resolving technical issues, collaborating with internal and external teams, and providing exceptional support to clients in the finance, legal, and SaaS sectors. This remote role, preferably located in the Western US, requires strong problem-solving, communication, and technical skills. You will work with cutting-edge security technology, contributing to a team committed to delivering exceptional support and building strong client partnerships. The role offers a competitive salary and a comprehensive benefits package.

Requirements

• Experience as a Technical Support Engineer working with Support and Services functions such as case management and call resolution management
• A drive to solve practical business problems with client-centric solutions
• A high attention to detail
• Strong organizational, problem-solving and systems analysis skills
• Strong written and verbal communication skills
• Enjoy learning new technologies, applications, and systems
• An enthusiastic self-starter with a commitment to learning, customer empathy, and team communication

Responsibilities

• Log and update cases, informing customers of case status and providing solutions in a professional, timely manner
• Understand customer systems and configurations; analyze problems/defects and recommend solutions
• Work closely with external customers, other support engineers, Development, Sales, and others to gain knowledge and provide solutions
• Set customer expectations appropriately and accurately
• Provide technical product support to field engineers and technicians for complex problems on company products; interact with customer and company personnel to isolate and fix product issues
• Provide design, reliability and other technical feedback to R&D
• Provide updates to technical product documentation as issues are identified and fixed
• Create tests and diagnostic tools to identify and fix recurring issues as well as potential difficulties
• Interact with customers directly via email, phone and remote analysis tools; act as the primary communication contact dealing with customer issues
• Gather requirements for new product feature requests from the field
• Populate content and updates to the company knowledge base for both internal and external users
• Assist product and account teams when delivering, implementing, and testing new product features for specific customers
• Assist internal field teams whenever a pre-sales issue is reported through to engineering

Preferred Qualifications

Good understanding of modern programming languages, web services, and databases: Ruby, JavaScript, CSS, Apex, REST API, SQL, etc

Benefits

• Medical, Dental, Vision Coverage
• Health and Dependent Savings Accounts
• Life and Disability Programs
• Paid Parental Leave
• Voluntary Benefit Programs
• Company Sponsored Wellness Program
• Wellness Reimbursement Program
• Retirement Savings
• Equity Opportunities
• Paid time off and Paid Holidays
• Employee Incentive Program